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Centers of Excellence - Customer Experience Specialist

Upcoming role

This role is not yet open for application. If you would like to learn more or if you'd like to be notified when the application is open, please sign up join our mailing list.

Centers of Excellence will soon be accepting applications for a GS-15 - Customer Experience Specialist. The target date for when this position will be officially open to application has not yet been determined. If you’d like to be notified when this position is open, sign up to our mailing list.

Applications will be open for submission on tbd. Check out Join TTS Hiring Process to learn more about the application process.

Location: Washington, DC

Salary Range: The base salary range for this position is: GS-15 Step 1 - $142,701 to GS-15 Step 10 $170,800

Please note the maximum salary available for the GS pay system is $170,800

You can find more information about this in the compensation and benefits section on our site.

For specific details on locality pay, please visit OPM’s Salaries & Wages page or for a salary calculator OPM’s 2020 General Schedule (GS) Salary Calculator.

Who May Apply: All United States citizens and nationals (residents of American Samoa and Swains Islands) and applicants must not be GSA employees or contractors

Role Summary:

Customer Experience Specialist - GS-15

As a Customer Experience Specialist with the IT Modernization Centers of Excellence (CoE), you will lead the effort to help agencies develop a deep understanding of their customers and their customers’ needs.

You will lead research activities and analyze the results. You will produce and present concepts and collaborate with developers and product managers to build and test those concepts. You will foster best practices in human-centered design within the CoEs and across the federal government.

You will align stakeholders and interview agency customers. You will transform vague ideas into concrete solutions. You will use techniques like contextual inquiry, journey mapping and design studios to minimize risk. And you’ll do all this in a spirit of partnership, with a sense of humility and empathy for our partner agencies and the people who use their systems.

To be successful, you’ll need consulting experience with exceptional stakeholder management skills and a background in human-centered design that includes expertise in service design, user experience design, content strategy or user research. Product management or digital strategy experience will also come in handy.

Key Objectives

1. Lead cross-functional teams that define problems and provide solutions for all phases of the customer experience lifecycle.

  • Facilitate: Navigate complex organizational relationships to bring stakeholders together around common goals and priorities.
  • Research: Design, conduct and analyze usability testing and other forms of research with customers. Lead design workshops, contextual inquiry, diary studies and stakeholder interviews.
  • Design: Lead design activities such as journey mapping, experience prototyping and the development of service blueprints.
  • Document: Organize complex information and communicate structure with wireframes, sitemaps and process flows.

2. Share your customer experience knowledge with stakeholders, agency staff and your own CoE teammates.

  • Advocate: Champion customers and protect their interests.
  • Inform: Create compelling case studies that detail how customer needs have been addressed.
  • Model: Act with integrity and inspire honesty through transparency.
  • Coach: Practice and enthusiastically share agile, lean and human-centered design practices.
  • Investigate: Analyze customer experience approaches (e.g. strategies, roadmaps, playbooks) that represent best practices in the federal government.

3. Provide exceptional service to stakeholders and their agencies.

  • Translate: Define problems and describe solutions using the language of your stakeholders, adjusting explanations to their level of technical sophistication.
  • Intermediate: Serve as a liaison between stakeholders and project teams.
  • Diagnose: Analyze stakeholder needs and identify services that best address them.
  • Inspire: Help maintain a safe, inclusive workplace and a positive team culture where all team members value diversity and respect individual differences.

Application Evaluation

The information in this sections outlines the criteria that your application will be evaluated against to determine if you meet the Qualifications for the position. There are two very important things to note about this step in the process:

  1. Only applications found “minimally qualified” are shared with the hiring manager and are the only candidates eligible to be interviewed
  2. The Minimum Qualification determination can only be made using the information that’s directly within your resume and directly associated your listed work experience.
    • Examples of stuff that can’t be used:
    • Links to portfolios or other external materials (Yes, the links themselves may be “directly” on the resume but the information is not).
    • Information you include in cover letters, responses to questions, etc. as these are not directly associated with your work experience
    • Lists of tools, technologies, programming languages, etc. that are listed separately from your work experience

The Qualification process is a bureaucratic requirement that we are stuck with. It’s best to think about it as the most intense and rigorous resume review you’ve ever heard of. To get through this process you need make sure your resume directly reflects the Qualifications listed below. We also have more guidance on creating a federal style resume on Join TTS Hiring Process


All applications will be reviewed by a panel of subject matter experts against a scoring rubric created for this role. In order to properly be able to evaluate your previous experience, we recommend being as detailed as possible in your resume and following our general guidance on creating federal style resume.

To qualify for this role, you must have one year of specialized experience equivalent to the GS-14 in the Federal service. Specialized experience is:

  1. Experience leading user experience design and research to iteratively develop digital products or services within large or complex environments. This experience must include THREE of the following:
    • Conducting user-centered research, usability or other testing with users
    • Utilizing user-centered planning tools to organize or present information to stakeholders
    • Developing customer experience quality metrics
    • Leading research or design using agile, lean or other iterative product development approaches
  2. Experience navigating highly ambiguous situations to deliver results for clients. This experience must include ALL of the following:
    • Coaching clients or stakeholders through the adoption of human-centered design
    • Communicating technical information to people with varying levels of technical knowledge
    • Building and maintaining strategic relationships with stakeholders or potential partners across all levels of an organization.
    • Serving as a liaison between stakeholders or clients and project teams
  3. Experience leading a team to deliver digital products or services. This experience must include THREE of the following:
    • Leading client-facing consulting projects or initiatives
    • Collaborating with cross-functional teams to achieve organizational or project objectives
    • Leading teams in user research for digital products or services
    • Providing mentorship, corrections, or feedback on user research, customer experience strategy or UX design methods to team members
    • Using agile, lean or other iterative product development methodologies

Qualification determinations cannot be made when resumes do not include the required information, so failure to provide this information may result in disqualification.

For each job on your resume, provide:

  • the exact dates you held each job (from month/year to month/year or “present”)
  • number of hours per week you worked (if part time)

How To Apply

If you would like to learn more or if you’d like to be notified when the application is open, please sign up join our mailing list.